Glossary
Key IT processes, frameworks, and terminology.
CAB
Change Advisory Board. A group of subject matter experts who review and approve changes.
Change
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
CMDB
Configuration Management Database. A database that contains all relevant information about the hardware and software components used in an organization's IT services.
eCAB
Emergency Change Advisory Board. A subgroup of CAB that makes decisions about high-impact emergency changes.
Incident
An unplanned interruption to an IT service or reduction in the quality of an IT service.
ITIL
IT Infrastructure Library. The globally recognized best-practice framework for ITSM.
ITSM
IT Service Management. The discipline of designing, delivering, managing, and improving IT services.
Major Incident
The highest category of impact for an incident. A major incident results in significant disruption to the business.
PIR
Post Implementation Review. An assessment conducted after a change is implemented to determine if it was successful and what improvements can be made.
RBAC
Role-Based Access Control. A method of regulating access to computer or network resources based on the roles of individual users.
SLA
Service Level Agreement. A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.